Empty iPhone Box Delivered by DPD – EE Refusing to Resolve

[taddser]

I’m posting here in the hope that someone at EE will finally review this issue properly.

On 30 October 2025, DPD delivered what was supposed to be my partner’s iPhone 17 Pro Max 512GB Deep Blue, ordered through our EE account. My partner accepted the delivery and opened the parcel shortly afterward — only to find that while the iPhone box and paperwork were inside, the phone itself was missing. The box contained only the USB-C cable and documentation.

The outer DPD parcel bag didn’t appear tampered with beyond the point where it was opened, but the iPhone box seals clearly show signs of having been lifted and reattached, which we’ve documented with photographs.

We contacted EE immediately to report the issue. The adviser explained that there were system problems preventing the dispute from being raised that day and said we’d receive a callback — which never happened. My partner had to chase again the next day before the dispute was finally logged. We were told EE and DPD would investigate and provide an update within 72 hours.

No update ever came. After several follow-ups, we were told the case had been closed and that EE’s Supply Chain team had rejected the complaint — without providing any explanation or evidence from DPD.

We have since written to EE’s Executive Complaints Team requesting:

• The DPD weight and tracking data for the parcel.

• The chain of custody and scan logs showing the parcel’s movements.

• Proof of IMEI activation or tracking to confirm if the device was ever switched on or connected to any network.

• Confirmation that the IMEI has been blocked or blacklisted.

None of this information has been provided to date. EE’s final response (11 November 2025) simply rejects the complaint — they haven’t even requested or reviewed our photographic evidence showing the tampered packaging.

We’ve now escalated this to the Financial Ombudsman Service, Ofcom’s Communications Ombudsman, and BBC Watchdog, as it’s completely unacceptable that a loyal, long-standing customer with a joint EE account is being billed for a device that was never received.

EE, please review this case urgently and provide full transparency on your investigation with DPD.

[bristolian]

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@taddser wrote:

EE’s final response (11 November 2025) simply rejects the complaint....

We’ve now escalated this to the Financial Ombudsman Service, Ofcom’s Communications Ombudsman, and BBC Watchdog....

EE, please review this case urgently and provide full transparency on your investigation with DPD.

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If your case is with the Ombudsman, it is highly unlikely EE will make any further comment.

Their final response letter, otherwise known as deadlock, will almost certainly be EE's last word on your complaint. If anything else were to be the case, it wouldn't be a final response.

BBC Watchdog is long since past its prime!

[taddser]

Yes, EE have issued their final response (the “deadlock” letter), which is why the case is now with the Ombudsman. However, I still believe it’s reasonable to continue asking EE to be transparent — particularly as I’ve not been shown any of the evidence they claim to have gathered with DPD, and they never even requested my photographic proof of the tampered box.

The Ombudsman process can take several weeks, so in the meantime I’m trying to understand whether anyone else has experienced something similar or if there are additional steps or contacts within EE that might help get some clarity.

Even if BBC Watchdog isn’t what it once was, raising awareness through media and consumer forums can still put pressure on large companies to handle these cases more fairly.

If you (or anyone reading) have any suggestions for other effective escalation routes — perhaps specific EE departments, regulators, or other consumer channels — I’d really appreciate the advice.

[bristolian]

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@taddser wrote:

If you (or anyone reading) have any suggestions for other effective escalation routes I’d really appreciate the advice.

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By having received a final response from EE's formal complaints process, the most effective escalation route is to refer the case to external arbitration, which is currently Ombudsman services.

[Minkey1]

@taddser 

There were several similar posts here last year, mostly involving iPhones and DPD. I said then that personally I’d email the CEO (ceoemail.com is your friend) and if that got nowhere, use the small claims process. To my mind it is beyond farcical that EE/DPD rely on proof of delivery of a box as proof there was a phone in it, and can’t/won’t provide relevant data on use of the device post “delivery”.

There’s something very wrong somewhere.

Good luck.

[WhyAreEEUseless]

You should report to the police as it's been stolen somewhere. They won't do anything for you as an individual but if someone spots a pattern in the geographical area they may do something. With a crime number you may be able to claim on your household insurance should you wish to do so and your insurers may claim against EE.

And I agree with you re The BBC consumer programmes, not what they were but helpful in raising customers awareness.

Do you have social media access? Put your story on there. Most organisations are alert to public criticism, although I have to say from my own experience with EE, they don't care but it's worth a go. 

Write to your MP, whatever party they are with. They will probably write a letter for you which is a nuisance for EE to deal with.

Of course, tell your friends and colleagues about the poor service and attitude.

The small claims idea is a good one. It will cost EE more to defend than it would just to replace the item. 

If you paid in advance by credit card, make a claim on your credit card - section 75 Consumer Credit Act 1974.

Don't give up, that's what they probably expect you to do. Make a nuisance of yourself until they see sense, if seeing sense EE are capable of which is doubtful.

[Minkey1]

⬆️ all good stuff.

[bristolian]

Strongly consider waiting for ADR to rule either way, before taking any legal action.

Court judges tend to look favourably on claimants who have taken every available step before treating the courts as a last resort. ADR ticks that box.